EUX I Engineer - US Remote Only

Department: Blue Mantis

Employment Type: Full Time

Location: Remote

Compensation: $19.00 - $24.00 / hour

Description

The hours for this position are from 12AM to 9AM Saturday - Wednesday.

The EUX Engineer provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. The EUX Engineer is responsible for problem determination, problem/incident recording, and problem resolution for various clients of Blue Mantis. The technician will receive ticket escalations, direct end-user escalations, as well as participate, as instructed, as part of the Help Desk call queue. 
 

 

Key Responsibilities

Essential Job Functions:Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%. Provide first/second level contact and problem resolution for customer issues 

1. Provide timely communication on issue status and resolution
2.  Maintain ticket updates for all reported incidents.
3.  Update and maintain Help Desk Documentation and knowledgebase articles – 20%
4.  Review and update Help Desk documentation as assigned
5. Review and create KB articles
6. Other functions as directed by management – 30% or as pre-determined by client’s needs. 
7. Travel to remote sites within 1 hour from home may be required one day a week.  

 Typical/Critical Responsibilities:

• Answer phone calls entered into the call center by the SLA.  Resolve or escalated as needed
• Acknowledge and work on incoming Help Desk web tickets by the set SLA.  Resolve or escalate as needed.
• Work on tickets escalated by the level 1 engineers
• Create ticket and return calls to customer by the set SLA.
• Quickly and effectively communicate with customers within our SLA
• Work with vendor to resolve issues when required
• Configure/image desktops or laptops
• Continually update and improve our documentation of a customer environment.
• Continuously improve upon technical skills sets within assigned areas of expertise
• Continuously improve upon soft skill sets required to deliver outstanding customer service

  

Skills, Knowledge & Expertise

Non-Essential/Other Job Functions:

1. Work on client assigned projects related 
2. Continually maintain and improve customer environment documentation
3. Research and contribute technical information to the knowledgebase

  Job Requirements: 

• Experience with providing technical assistance over the phone and customer facing interactions.
• Able to multi-task by working on multiple open tickets simultaneously.
• Experienced in working in a fast-paced environment with multiple priorities and projects.
• Able to investigate, analyze and troubleshoot customer issues. 
• Comfortable making decisions on issue resolution without supervision.
• Demonstrates excellent verbal and written skills.                            
• Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
• Windows/MacOS imaging and configuration

Proficient in at least three of the following:

• Windows Operating system 10/11
• Microsoft Office applications (Outlook,Word, Excel,PowerPoint,Visio,Project) 
• Email support – Exchange/O365 Administration
• Azure/EntraID Active Directory Administration
• Autopilot/Intune experience is a nice to have, but not a requirement
• Basic network support:
• Understanding of a domain/corporate IT environment including PC/Laptop setup
• Basic knowledge of network technologies (LAN, WAN, wireless)
• VPN clients (Cisco, SonicWall, Fortinet, etc.)

Computer hardware support:

• Troubleshoot issues with laptops, desktops, and thin clients
• USB device support and other peripherals
• Printer support:
• Setup/install local, wireless, and network printers
• Troubleshoot hardware printer issues
• Mobile device support:
• Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc. 
• Install and troubleshoot broadband wireless devices and software
• 3-5 years of Help Desk support experience 
• 1-3 years of prior Customer Service experience

Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market con